Providing service to a customer service center

ABSTRACT

A system includes automated banking machines that operate responsive to data read from data bearing records. Transactions can be carried out through communication with local and remote service providers. An automated banking machine is operable to conduct transactions for machine users responsive to data read from user cards and communication with a transaction host. The machine is operable to provide output signals which drive external displays. The machine is operable to receive visual and/or audio content from remote content sources, store data corresponding to the content, and then output the content through the external displays.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.13/775,633, filed Feb. 25, 2013, now U.S. Pat. No. 8,511,546 that is acontinuation of U.S. application Ser. No. 13/567,022 filed Aug. 4, 2012,now U.S. Pat. No. 8,381,970, which is a continuation of U.S. applicationSer. No. 12/931,266 filed Jan. 27, 2011, now U.S. Pat. No. 8,235,283,which is a continuation of U.S. application Ser. No. 12/806,555 filedAug. 16, 2010, now U.S. Pat. No. 7,883,009, which is a continuation ofU.S. application Ser. No. 12/460,631 filed Jul. 21, 2009, now U.S. Pat.No. 7,832,632, which is a continuation of U.S. application Ser. No.11/360,036 filed Feb. 21, 2006, now U.S. Pat. No. 7,624,919, whichclaims benefit pursuant 35 U.S.C. §.119(e) of Provisional Applications60/655,728 and 60/657,104 filed Feb. 22, 2005. The disclosures of theabove mentioned applications are herein incorporated by reference intheir entirety.

TECHNICAL FIELD

The present disclosure relates generally to automated banking machines.

BACKGROUND

Automated banking machines have been developed which enable customers tocarry out banking transactions. Such banking transactions often includereceiving cash, making deposits of funds, transferring funds betweenaccounts, making balance inquiries, paying hills and cashing checks. Thecapability of providing general advertising and/or targeting marketingmessages to the user of a banking machine has been developed and isdisclosed in patent applications from which this application claimspriority.

Systems have also been developed in which transactions can be carriedout remotely with a service provider. Such transactions can be carriedout by exchanging items with a remote service provider through atransport system. Alternatively, such a system may include transactionfunction devices like those included in an automated banking machine,such as an automated teller machine (ATM) at the customer station.Selected communication including general advertising and targetedmarketing messages may also be delivered to transaction customers inthese systems. Systems of this type are also disclosed in the priorapplications of which this application claims priority.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings incorporated herein and forming a part of thespecification illustrate the example embodiments.

FIG. 1 is a front elevational view of a customer station of an exemplaryembodiment of a system incorporating features described herein.

FIG. 2 is a side view of the frame and components of the customerstation shown in FIG. 1.

FIG. 3 is a top sectional view of the customer station taken along line3-3 in FIG. 1.

FIG. 4 is a right front perspective view of the customer interface ofthe customer station shown in FIG. 1.

FIG. 5 is a right front perspective view of the frame and components ofthe customer station.

FIG. 6 is a right rear perspective view of the frame and componentsshown in FIG. 5.

FIG. 7 is a right top perspective view of the frame and components shownin FIG. 5.

FIG. 8 is an elevational view of a first embodiment of a serviceprovider station.

FIG. 9 is an elevational view of a second embodiment of a serviceprovider station.

FIG. 10 is a top schematic view of a service provider station andcustomer stations used in a transaction system of an exemplaryembodiment.

FIG. 11 is a schematic view of the system shown in FIG. 10.

FIG. 12 is a schematic view showing the electrical and pneumaticconnections between the components of the system shown in FIG. 10.

FIG. 13 is a view of a service provider station and customer stationsand ATM stations used in an exemplary embodiment of a transactionsystem.

FIG. 14 is a view of an ATM station which may be used in the exemplarysystem shown in FIG. 13.

FIG. 15 is a schematic view of an exemplary system for communicatingbetween customer stations, a local service provider station and a remoteservice provider station.

FIG. 16 is a schematic view of an alternative system in which local andremote service providers are enabled to communicate with customerstations including customer stations that incorporate an ATM.

FIG. 17 is a further schematic view of a system in which local andremote service providers are enabled to communicate with customerstations that include resident controllers and transaction functiondevices.

FIG. 18 is a schematic view of a further alternative system in whichlocal and remote service providers are enabled to communicate withcustomer stations, carry out transactions, control transaction functiondevices at the customer station and selectively present audiovisualmaterial corresponding to stored presentations at the customer station.

FIG. 19 is a schematic view of a first type of remote service providerstation.

FIG. 20 is a schematic view of an alternative form of the remote serviceprovider station.

FIG. 21 is a schematic view of an alternative remote service providerstation including a service provider station operating as a call centerin which multiple service providers service remote customer transactionstations.

FIG. 22 is an alternative embodiment of an ATM system in which an ATMoperates to store data corresponding to material received from one ormore remote sources and to provide signals which provide outputs onexternal displays located in the facility in which the ATM is operated.

OVERVIEW OF EXAMPLE EMBODIMENTS

The following presents a simplified overview of the example embodimentsin order to provide a basic understanding of some aspects of the exampleembodiments. This overview is not an extensive overview of the exampleembodiments. It is intended to neither identify key or critical elementsof the example embodiments nor delineate the scope of the appendedclaims. Its sole purpose is to present some concepts of the exampleembodiments in a simplified form as a prelude to the more detaileddescription that is presented later.

In accordance with an example embodiment, there is disclosed herein, anapparatus comprising a controller communicatively coupling a customerservice station operable to perform a financial transaction, a localservice provider station, and a remote service provider station. Thecontroller selectively controls audio visual communication between thecustomer service station the local service provider station, and theremote service provider station. The controller selectively enablesaudio visual communications between the customer service station and thelocal provider station responsive to an input received from the customerservice station. The controller selectively enables audio visualcommunication with the between the customer service station and theremote service provider station responsive to an input received from oneof the group consisting of the customer service station and the localservice provider station and the controller selectively enables one ofthe grow consisting of the local service provider and the remote serviceprovider to complete at least a portion of a financial transaction atthe customer service station.

In accordance with an example embodiment, there is disclosed herein, atangible non-transitory computer readable medium with computer readableinstructions encoded thereon for execution by a processor, and whenexecuted by the processor operable to communicatively couple a customerservice station operable to perform a financial transaction, a localservice provider station, and a remote service provider station. Theinstructions are further operable to control audio visual communicationbetween the customer service station the local service provider station,and the remote service provider station. The instructions are alsooperable to selectively enable audio visual communications between thecustomer service station and the local provider station responsive to aninput received from the customer service station. The instructions arefurther operable to selectively enable audio visual communication withthe between the customer service station and the remote service providerstation responsive to an input received from one of the group consistingof the customer service station and the local service provider station,and selectively enable one of the group consisting of the local serviceprovider and the remote service provider to complete at least a portionof a financial transaction at the customer service station.

In accordance with an example embodiment, there is disclosed herein, acomputer implemented method that comprising selectively enabling audiovisual communications between a customer service station and a localprovider station responsive to an input received from the customerservice station. The method further comprises selectively enabling audiovisual communication with the between the customer service station and aremote service provider station responsive to an input received from oneof a group consisting of the customer service station and the localservice provider station, and selectively enabling one of the groupconsisting of the local service provider and the remote service providerto complete at least a portion of a financial transaction at thecustomer service station.

In accordance with an example embodiment, there is disclosed herein, anapparatus comprising an automated teller machine operable to perform afinancial transaction, the automated teller machine comprises an inputdevice, a cash dispenser, and an audio visual output device, wherein theaudio visual output device comprises a display. The automated tellermachine is operable to selectively employ audio visual communicationwith one of a group consisting of a local service provider, a remoteservice provider and both the local service provider and the remoteservice provider responsive to an input received by the input device.The display is operable to display the data representative of financialtransaction and the audio visual communication.

DESCRIPTION OF EXAMPLE EMBODIMENTS

This description provides examples not intended to limit the scope ofthe appended claims. The figures generally indicate the features of theexamples, where it is understood and appreciated that like referencenumerals are used to refer to like elements. Reference in thespecification to “one embodiment” or “an embodiment” or “an exampleembodiment” means that a particular feature, structure, orcharacteristic described is included in at least one embodimentdescribed herein and does not imply that the feature, structure, orcharacteristic is present in all embodiments described herein.

Referring now to the drawings and particularly to FIG. 10 there is showntherein an exemplary embodiment of a transaction system generallyindicated 10. This system is used within a building or other transactionfacility generally indicated 12, in which transactions are conducted.The embodiment of the system shown is specifically adapted forconducting banking type transactions and the exemplary transactionfacility comprises a bank. It should be understood however thatembodiments may be used in connection with a variety of transactionenvironments including gaming, ticketing, postal and other businessenvironments where customers have in the past been served by a serviceprovider positioned behind a desk, counter, or window.

The exemplary system includes a service provider (SP) station generallyindicated 14. A service provider generally indicated 16 operates thecomponents and equipment at the SP station. In the case of theembodiment of the system shown, the service provider is a teller orother bank employee that carries out transactions for customers in amanner which is later described.

The exemplary system also includes a plurality of customer stations 18.Customers generally indicated 20, operate the customer stations 18 tocarry out transactions with the service provider 16 in a manner that islater described in detail.

The customer stations 18 and service provider station 14 have extendingbetween them an item conveyor which in the exemplary embodimentcomprises a pneumatic tube type transport system generally indicated 22.As shown in FIG. 10 each customer station 18 is connected to the SPstation by a carrier tube 30. The customer station includes a pneumaticpressure/vacuum tube carrier delivery and receiving device 24 which cansend a carrier 26 to the SP station and which can receive a carrier fromthe SP station (see FIG. 11). The SP station also includes an airpressure tube carrier and delivery and receiving device 28 which is usedto send the carrier 26 to the customer station 18, and to receive thecarrier from the customer station. The carrier holds items removablypositioned therein and enables items to be moved between the SP stationand the customer station.

Carrier delivery and receiving devices 24 and 28 are connected by thecarrier tube 30 through which carrier 26 passes. The carrier ispropelled through the tube by differences in air pressure andspecifically positive air pressure and/or vacuum produced by blowers 32and 34. Movement of the carrier is accomplished by operating the blowersto produce a differential in air pressure in the tube which issufficient to move the carrier from one station to another. In theexemplary embodiment blowers 32 and 34 are a blower package, which alongwith the tube and carriers are commercially available from Diebold,Incorporated. Of course in other embodiments other types of itemconveyors may be used.

In the exemplary embodiment the SP station is positioned within a secureroom generally indicated 36 within the building 10. Positioning the SPstation 141 n such a secure room provides physical structure such as oneor more walls between the service provider and the customer and avoidsdirect visual observation of the service provider which enhancessecurity and minimizes the risk that the service provider will besubject to robbery or physical harm. In addition, in the exemplaryembodiment the customer stations 18 are built into a building wallgenerally indicated 38. Building wall 38 may be an interior wall of thebuilding 12. As later discussed, an advantage of some exemplaryembodiments is that the customer stations may be readily installed in abuilding wall and require a minimum of surrounding floor space.

The service provider (SP) station 14 of system 10 is shown in greaterdetail in FIG. 8. The SP station includes two carrier delivery andreceiving terminal devices 28. Carriers 26 may be transmitted to andfrom the customer stations 18 through the terminal devices 28. Thedelivery and receiving terminal devices 28 each include a control panel40. The control panel 40 includes input devices such as buttons whichthe service provider presses to control the operation of blowers 32 and34 which cause the carriers 26 to move.

The service provider station 14 further includes a visual display 42.Visual display 42 is preferably a closed circuit television (CCTV)monitor, SP station 14 further includes a CCTV camera 44. Camera 44 ispreferably positioned adjacent to the visual display 42 so that when theservice provider views the customer at a customer station on display 42,camera 44 provides an image of the service provider on a visual displayat the customer station. The service provider appears to be looking atthe customer as a result of this arrangement.

SP station 14 further includes a communication selector unit 46.Communication selector unit 46 includes an audio transmission andreceiving device including a microphone and a speaker. Unit 46 furtherpreferably includes selector buttons or other input devices by which theservice provider may selectively actuate to establish video and audioconnections between the SP station and a selected customer station. Theexemplary video/audio communication selector unit 46 further includes anindicator such as a light which is used to indicate to the serviceprovider that a customer is present at a particular customer station.This is done in a manner that is later explained.

The communication selector unit 46 is in operative connection with acommunication controller. The communication controller may include oneor more programmable microprocessor based controllers which areoperative to selectively establish audio and video communication betweenthe SP station and a particular customer station responsive to theservice provider's inputs to the input devices on unit 46. The SPstation 14 is also in operative connection through the communicationcontroller with a video switching device generally indicated 48 in FIG.12. The video switching device is preferably a video matrix switchercommercially available from Diebold, Incorporated. The video switchingdevice is operatively connected to the camera 44 and display 42 of theSP station 14 as well as to the visual displays and cameras located atthe customer stations.

A video material presentation device generally indicated 50 isoperatively connected to the video switching device 48. In the exemplaryembodiment the video material presentation device is a computer whichincludes a data store therein. The data store stores data representativeof video and/or audio material. In the exemplary embodiment the device48 serves as a broadcast source to present the video/audio materialstored on media such as in the data store of the computer such asadvertising, promotional information or other material which is intendedto be of interest to customers who use the system. In alternativeembodiments the video material presentation device could be a playbackdevice such as a VCR or DVD player, which is in connection with localmedia such as CDs, DVDs, or tapes. It should be understood that thesebroadcast sources are merely examples. In addition it should beunderstood that such broadcast sources may provide video content, audiocontent, or both.

Alternatively the broadcast source may comprise a remote source of audioor visual content. Such a remote source may be accessed through anonline or other connection or wirelessly via radio, television,satellite, or other connection that is operative to deliver the content.Again it should be understood that these types of broadcast sources andthe content accessible therefrom as well as ways of communicatingtherewith are exemplary.

In an exemplary embodiment the computer 50 is connected to a datatransmission line 52 through a communications device 54. Thecommunications device may be a modem or other interface and the datatransmission line is a phone or data line or other device which issuitable for placing the computer that serves as the video materialpresentation device in communication with a remote broadcast source. Aswill be appreciated by those skilled in the art this configurationenables the video and/or audio information that is stored in thecomputer to be changed and updated on a periodic scheduled orunscheduled basis from a local or remote location. This enables theinformation stored in the data store of the computer to be maintained ascurrent and accurate as may be desired by the operator of the system.

It should be understood that the computer which serves as the videomaterial presentation device may be located immediately adjacent to theSP station 14, or may be remotely located and connected to the videoswitching device 48 by a data transmission line, radio link, or othercommunications apparatus.

In some exemplary embodiments the system may be in operative connectionwith one or more computers with associated data stores that include datacorresponding to a plurality of audio, video, or audiovisualpresentations. Such computers may be located at the transaction facilityor may be remotely located and accessible via communications link. Suchstored presentations may be accessed and presented to customersselectively by service providers. This may be done by providing inputsto input devices in a manner that is later discussed in more detail.Thus for example a service provider who wishes to present to a customera particular presentation may elect to do so by providing acorresponding input to an input device such as a keyboard, touch screen,or other input device located at a service provider station. In responseto such input the desired presentation will be output and provided tothe selected customer. While the customer is receiving the designatedpresentation the service provider can be monitoring the customer'sactivities, assisting in explaining aspects of the presentation orserving other customers.

In some embodiments the presentations may be interactive such that thecustomer can provide inputs in response to a series of questions thatare presented to the customer through the visual display of a customerstation. In some embodiments the customer stations may have associatedtherewith processors and data stores such that the presentations arelocally stored at the customer terminal. This may be done in situationswhere the customer terminal is of various types including customerterminals that include ATMs. In some embodiments the storedpresentations may be stored and presented in a manner like thatdescribed in U.S. patent application Ser. No. 09/449,426 filed Nov. 24,1999 (now U.S. Pat. No. 7,039,600), the disclosure of which is hereinincorporated by reference in its entirety. It should be understoodhowever that in exemplary embodiments presentations may be selectivelyprovided based on customer information as described in the incorporateddisclosure, but alternatively or in addition based on inputs provided byservice providers. Likewise in some embodiments the presentations may bestored in a data store associated with one or more computers at thetransaction facility, or alternatively, remotely stored relative to thetransaction facility and accessible through a suitable communicationslink. Alternatively some presentations may be stored locally and othersmay be accessed remotely. Various systems configurations may be useddepending on the nature of the particular system.

The exemplary SP station 14 also includes a queuing indicator 47. Thequeuing indicator 47 includes a display 49, such as an LED or LCD type.The queuing indicator 47 also preferably includes a processor and amemory therein which enables it to carry out programmed functions andalso serves as a timing device. The queuing indicator 47 provides anindication on its display 49 of the customer station where the nextcustomer to be serviced is located. The queuing indicator operates in amanner later explained and assures that the service provider can servicethe customers in the order that they approached the customer stations.

As shown in FIG. 8 exemplary SP station 14 further includes othercomponents which are tailored to the particular types of transactionsbeing performed. As shown in FIG. 8 the SP station 14 includes a workingsurface 56 which provides the service provider room to review andprepare materials associated with the transactions.

The SP station 14 further includes storage drawers 58 and open storagelocations 60 for items that the service provider may need whileperforming their work. As the exemplary embodiment of the system 10 isintended for use in a banking environment, the SP station 14 furtherincludes a currency bill dispensing device 62. Currency dispensingdevice 62 is of a known type which dispenses bills and coinage to theservice provider in amounts requested. This avoids the need for theservice provider to count amounts of money when needed for delivery to acustomer. The service provider station further includes a built in safegenerally indicated 64 which provides secure storage for valuable items,such as checks and currency.

It should be understood that other embodiments may include different oradditional devices at the SP station which are needed in the particulartransaction environment in which the system is used. These may include,for example, credit card authorization devices, input devices, outputdevices, ticket printers, betting slip printers, stamp dispensers, chipdispensers, medicine dispensers or other items or systems connectionswhich are needed to carry out the particular types of transactionsrequired in the environment in which the system is used.

FIG. 9 shows an alternative service provider station 66. Alternative SPstation 66 is similar to SP station 14 except that it includesadditional carrier delivery and receiving terminal devices 28. Thealternative SP station 66 also includes additional displays 42, cameras44, and communication selector units 46. The alternative SP station 66is arranged for a system where two service providers may share a singlecurrency dispensing device 62. Alternatively, SP station 66 may be usedby a single service provider who operates all of the components thereon.

It should be understood however, that while the SP stations 14 and 66have been shown as having two customer stations 18 associated with asingle display and communication selector unit, in other embodimentsother numbers of customer terminals may be configured to be servicedfrom a single selector unit by a service provider. The configuration ofthe system may be tailored to the transaction environment in which it isused.

An exemplary embodiment of the customer stations 18 is shown in greaterdetail in FIGS. 1 through 7. Customer station 18 is positioned on a wall38 of building 12. Although wall 38 can be virtually any wall, anadvantage of the exemplary embodiment is that wall 38 is an interiorwall which may be a facade with very limited room behind it. Thisenables positioning the customer stations in ways that maximizeavailable space within the interior of the building.

Customer station 18 includes a cover 68 which in the operative positionof the station abuts wall 38 as shown. As later explained, cover 68 ismoveable in the exemplary embodiment so as to provide access forservicing the components of the customer station.

Cover 68 has thereon a customer interface area 70 which is shown ingreater detail in FIG. 4. The customer interface area includes a carrieropening 72 which extends through the cover 68. The pneumatic tubecarrier delivery and receiving terminal device 24 is accessible throughopening 72 in the operative position of cover 68. Carrier delivery andreceiving terminal device 24 operates to send and receive carriers 26through the pneumatic tube system 22, to and from the service providerterminal. Carrier delivery and receiving terminal device 24 includes acontrol panel 76 with buttons thereon so that a customer may control theoperation of blowers 32 and 34 in the manner previously explained tosend a carrier from the customer station to the SP station. Controlpanel 76 preferably also includes a button that a customer can press tocall the service provider at the service provider station. Alternativecustomer stations may include other or additional types of devices. Forexample, customer stations may include input devices such as keyboards,function keys, keypads, card readers, biometric input devices, or othertype devices through which data may be received. The types of devicesincluded will depend on the particular type of system and thetransaction environment in which it is used.

Customer interface area 70 of cover 68 further includes a screen accessopening 78. In the operative position of the customer station, a visualdisplay 80 is enabled to be viewed by the customer through the screenaccess opening 78 in the cover 68. Interface area 70 further includes acamera viewing opening 82. Camera viewing opening 82 is positioned sothat in operative position of the customer station a CCTV camera 84 (seeFIG. 5) is enabled to view the customer through opening 82 in the cover.

Customer interface area 70 of the exemplary embodiment further includesan accessory opening 85. An audio transmitting and receiving device 86is positioned in accessory opening 85. In the exemplary embodiment theaudio transmitting and receiving device 86 is a telephone type handset.The customer at the customer station 18 is enabled to communicate with aservice provider at the SP station through the handset. This providesadded privacy. A microphone and speaker are also preferably built intoterminal device 24 and may be used to communicate with the customer whenthe handset is not in use. In the exemplary embodiment the handset is inconnection with a switch which operates to switch audio communicationfrom the microphone and speaker to the handset when the handset israised and to return to the microphone and speaker when the handset isreplaced. The handset switch is also preferably used to signal theservice provider in a manner similar to the “call button” on the controlpanel 76 when the customer first approaches the customer station. Ofcourse, in alternative embodiments, the handset may be deleted and/orother types of microphone and speaker arrangements may be used.

In the exemplary embodiment of the customer station 18 the carrieropening 72 and the accessory opening 85 are positioned in mirror imagerelation on the cover 68. This enables the positions of the terminaldevice 24 and the audio transmission and receiving device 86 to bereversed from those shown in FIG. 4. Alternatively, in customer stationsthat do not have one of these components the unused opening may beclosed by an insert attached to the cover.

The exemplary customer interface area 70 further includes a shelf 88.Shelf 88 provides a horizontal work surface for the customer whichfacilitates carrying out transactions at the customer station. Shelf 88provides a location for the customer to hold articles as well as to signdocuments or make notes. A plurality of storage locations 90 are shownpositioned underneath shelf 88 in the customer interface area. Storagelocations 90 are used in the embodiment shown for holding documents thata customer may need for carrying out a banking transaction. Theseinclude for example, deposit tickets or other form banking documentsthat may be used by numerous customers.

The exemplary embodiment shown further includes at least one a sensor 92in the customer interface area 70. Sensor 92 is preferably an opticaltype sensor or other sensor which is operative to sense that a customeris present at the customer station 18. In the embodiment shown, sensor92 is operatively connected to the indicator on the communicationselector unit 46 at the service provider station. When a customer isdetected adjacent to the customer station by the sensor 92 an indicationis given to the service provider through an indicator on the selectorunit 46. The sensor is also in connection with the queuing indicator 47which indicates to the service provider on its display the customerstation where the next customer to be serviced is located.

In some exemplary embodiments the sensor is operatively connected to aprocessor which is programmed to avoid giving a service provider a falseindication of the presence of a customer ready to conduct a transaction.For example the processor may be operative to wait for a programmedperiod of time to assure that the sensor continues to sense the customeradjacent to the terminal before an indication of the customer beingpresent is given to the service provider, hi this way a customer who hasmerely stopped momentarily to look at the terminal but that does notwish to conduct a transaction is not falsely indicated as a customerthat needs to be serviced. Alternatively or in addition, the processormay be programmed to avoid giving a false indication that a customer hasleft a customer station. For example if a customer steps away from theterminal momentarily but returns shortly thereafter into the area sensedby the sensor, an indication that the customer has left is avoided. Thisis accomplished in an exemplary embodiment through programmed timingfunctions which delay providing a signal corresponding to a customerleaving the area of the customer station in response to brief periodswhen the customer is not sensed by the one or more sensors. Of coursethese approaches are exemplary and in other embodiments other approachesmay be used.

Other approaches to notifying the service provider may also be used. Forexample, when the customer picks up the handset which comprises theaudio transmitting and receiving device 86 the service provider may besimilarly provided with an indication that a customer is present at thecustomer station 18 and is ready to conduct a transaction. The customermay also notify the service provider by pressing the “call button” onthe control panel 76 of terminal device 24. Written instructions may beprovided in the customer interface area 70 to instruct the customer onwhat to do to contact the service provider when they are ready to begina transaction. This may also include sending documents to the serviceprovider in the carrier.

In some alternative embodiments provisions may be made for sensing thearrival of carriers at the service provider station. Appropriate sensorsmay be included in the area where the carriers arrive and the order ofarrival indicated to the service provider through an output device. Thismay facilitate the handling of transactions by the service providerbecause the service provider can conduct the transaction with thecustomer who corresponds to the carrier that has been waiting thelongest at the service provider station. Such indicators may includevarious appropriate indicators that would indicate to the serviceprovider the order of carrier arrival and/or a time that a carrier hasarrived or has been waiting to be taken. Appropriate arrangements oflights, indicators, numerical output displays, graphics displays, orother indicators may be used for this purpose.

In the embodiment shown, the customer station is comprised of componentswhich include camera 84, display 80, carrier terminal device 24 andaudio transmission and receiving device 86. In other embodimentscustomer stations which include different or additional components maybe used. For example in some embodiments the customer station mayinclude a cash dispenser. A cash dispenser may be operative to dispensecash to the customer at the customer station responsive to inputsprovided by a service provider. Other devices may include a card readerdevice adapted to read cards that are input by a customer such as debit,credit, smart cards, RFID identification cards, or other appropriateidentifying cards. RFID reading devices are shown in U.S. patentapplication Ser. No. 10/814,100 filed Mar. 31, 2004 (now U.S. Pat. No.7,004,385) and Provisional Application 60/459,791 filed Apr. 1, 2003,the disclosures of each of which are herein incorporated by reference intheir entirety. Other customer stations may alternatively oradditionally include keyboards, keypads, function keys, biometric inputdevices, or other items.

In some exemplary embodiments customer stations may include a checkacceptance device that is operative to accept checks from customers andto produce an image of all or a portion of a check that is input by acustomer. Such a check imaging device is shown in U.S. patentapplication Ser. No. 09/723,304 filed Nov. 27, 2000 as well asProvisional Application 60/504,776 filed Nov. 17, 2003 and ProvisionalApplication 60/678,916 filed May 16, 2005, the disclosures of each ofwhich are herein incorporated by reference in their entirety. Such acheck imaging device may be suitable for sending to the service providerand/or to other operatively connected computers and systems, dataconcerning the check as well as data corresponding to images thereof.For example in some embodiments the check imaging device may beoperative to receive the check, and one or more processors at thecustomer station are operative to store data corresponding to the checkor an image thereof in a data store. The data store may thereafter beselectively accessed by the service provider and displayed on a screenor otherwise analyzed. In addition the check image data may be sent toother systems for purposes of processing the check. Further in someembodiments the check image may be used as a substitute electronic checkwhich can be processed in lieu of the paper check. In other embodimentsother types of items can be received, imaged, or otherwise processed. Ofcourse customer stations may include other or additional types ofdevices depending on the particular type of transaction environment inwhich the system is used.

As shown in FIGS. 2 through 7, an exemplary embodiment includes a cover68 that is supported on a frame 94. Frame 94 is in supporting connectionwith wall 38. In the exemplary embodiment the frame 94 is a conventionaldoor frame which may be used for supporting a standard personnel doorthereon. Frame 94 bounds an opening generally indicated 96 in wall 38.Frame 94 includes a first upright member 98 and a second upright member100. Frame 94 also includes a header member 102 which extends betweenthe upright members.

First upright member 98 has hinges 104 operatively connected thereto.Hinges 104 are operatively connected through fasteners which attach toframe 94 in the conventional hinge attaching areas of the door frame.Hinges 104 are operatively connected to cover 68. Hinges 104 enablecover 68 to be moved from a closing position to an open position.

In the dosing position shown in FIGS. 1 and 2, cover 68 is in abuttingrelation with the wall 38 in which the frame extends. In the closingposition cover 68 overlies the frame 94 and the opening 96 as well as aportion of the wail adjacent thereto.

Cover 68 is enabled to be moved by authorized personnel to rotate inconnection with hinges 104. Once the cover is moved to an open position,opening 96 and the components of the customer station which areaccessible through the opening may be accessed by the authorizedpersonnel. In the exemplary embodiment of the invention, second uprightmember 100 includes a striker schematically indicated 106. The strikeris enabled to selectively engage a locking mechanism on the cover 68.The locking mechanism is used to prevent unauthorized personnel fromopening the cover.

As best shown in FIGS. 5, 6 and 7, a subframe 108 is attached to uprightmembers 98 and 100. This is done in the exemplary embodiment usingconventional fasteners. This construction enables subframe 108 to be insupporting connection with wall 38. Subframe 108 supports CCTV camera 84which is mounted thereto through an adjustable mounting bracket.Subframe 108 further is in supporting connection with visual display 80which is also mounted in a manner which enables it to be movablypositioned relative to the subframe. Subframe 108 is further insupporting connection with carrier and delivery device 24. Thesecomponents of the customer station which are in supporting connectionwith the wall 38 through the frame 94 and subframe 108, are renderedaccessible by opening cover 68 which facilitates the servicing thereof.Opening cover 68 also enables servicing components such as the handsetwhich serves as the audio transmitting and receiving device 86, as wellas the sensor 92, both of which are preferably mounted in supportingconnection with the cover 68.

As can be appreciated from the foregoing description, the components ofthe customer station may all be accessed for servicing by opening cover68. In the exemplary embodiment there is no requirement that rear accessto the customer terminal be provided. As a result, wall 38 may be inclose proximity to other objects such as a fixed wall, which enablesmaximizing available floor space in the customer area. In addition,cover 68 is preferably provided with mounting areas which enable it tobe attached by fasteners to hinges in either a left or right handopening configuration. This further enables optimization of availablespace.

A novel aspect of the exemplary embodiment is that the customer stationis built around a door frame. This enables a facility to be constructedwith was having standard door openings which can be later modified tobecome customer stations. If an operator of a facility does not wish tohave all customer stations installed initially, the frames may be fittedwith conventional doors until such time as customer stations are to beinstalled. In addition, because customer stations of the exemplaryembodiment do not require rear access, they may be installed inlocations that may have been originally provided for closets or otherstorage. This enables ready conversion of another type facility toinclude the stations. Customer stations may be installed in other areasfrom which no rear access is provided such as in building corners.Because the carrier tubes 30 as well as the electrical wiringconnections with the customer stations 18 can extend in any directionfrom the customer stations, either overhead or underfloor, the exemplaryembodiment may be readily installed in numerous locations to facilitatethe conduct of transactions.

In operation of the transaction system of the described exemplaryembodiment, the displays 80 of the customer stations 18 may be used topresent video material when the stations are not being operated by acustomer. Data corresponding to video program material (and audio aswell if desired in some embodiments) which is alternatively referred toherein as content, is stored in the data store of the computer whichserves as the broadcast source, which in the described exemplaryembodiment comprises video presentation device 50. The displays 80 ofcustomer stations 18 are provided with signals corresponding to thevideo and/or audio material from the computer through the videoswitching device 48. As previously discussed, the video or audiopresentation material in the video presentation device may beperiodically updated on a programmed scheduled basis or on anunscheduled basis based on system inputs or other data from a local orremote location using data transmission line 52 and communication device54.

As shown in FIG. 12 in an exemplary form of the system, additional videoand/or audio monitors 110 are provided to display the material from thevideo material presentation device. Monitors 110 may be positioned inthe building 12 which houses the system either in the secure area wherethe service provider is located, in the customer transaction area, orboth. Monitors 110 enable service providers to review the informationthat is being presented in the event they are questioned by a customerabout it. In addition, customers who may not be interested in conductinga transaction or who have already completed a transaction may beinterested in reviewing the material being presented. The installationof monitors 110 in the customer area enables customers to easily do thiswithout occupying a customer terminal 18. Further as later discussed indetail, such monitors (alternatively referred to herein as displays) inthe customer area, may have a contactless reading device associatedtherewith. The reading device may be used to read data which identifiesthe particular customer adjacent to the display. The reading device maybe for example, a camera, RFID reader, biometric reader, or other typeof reading device that can read data that can be used to identify theparticular customer. Responsive to the data read by the reading device,at least one processor included in one or more computers operate todetermine a targeted marketing presentation to output to that particularuser. The at least one processor can cause the sending of signals to thedisplay adjacent to the customer to cause the targeted marketingpresentation to be output on the display adjacent to the customer. Ofcourse, this approach is exemplary and other approaches may be used.

Continuing with the description of an exemplary transaction, a customerapproaches a customer station 18 and is sensed by sensor 92. This causesan indicator to flash at the service provider's communication selectorunit 46. Alternatively, a customer may pick up the handset on thecustomer station or press the “call button” on terminal 28 to provide asimilar indication to the service provider. The signal from the customerstation is also received at queuing device 47. The queuing device 47preferably includes a timing device, such as a processor which notes arelative or real time of the customer's arrival and stores theinformation in a memory in connection with the processor in device 47.The queuing device preferably generates an order for servicing customersbased on a time sequence in which customers arrived at the customerstations. The processor is operative to generate on the display 49 anindication of the next customer station to be serviced based on theorder which includes data representative of the station where the nextto arrive customer is positioned. This tells the service provider whichcustomer should be serviced next. Of course as previously discussed insome exemplary embodiments the queuing device is operative to minimizethe risk that a customer is indicated as at the customer station whenthe customer is only transiently present and/or minimizes the risk ofindicating that the customer is no longer present if the customer leavesthe area in proximity to the terminal for a short period of time.

The service provider provides an input to unit 46 to select the customerstation where the customer is present. The communication controlleroperates in response to the input to establish two way video and audiocommunication with the station where the customer is present. When theservice provider establishes this two-way audio and video communicationthe video switching device 48 operatively disconnects the display andaudio output devices at the customer station from the video presentationdevice 50.

The queuing device 47 which is also in operative connection with theselector unit 46, deletes or otherwise changes the order data responsiveto the input which places the service provider station and the customerstation in communication. As a result of the modification of the orderdata the display 49 no longer displays the number or other designatorfor the customer station the service provider has now selected, anddisplays the designator for the customer station where the “next”customer is waiting, if another customer is present. The queuingindicator is operative not to place the customer station in the orderagain while the SP station is in communication with the customerstation.

By communicating with the customer the service provider can answer thecustomer's questions and can help the customer to conduct a transaction.If the customer is not ready to proceed, the service provider mayoperate the communication selector unit 46 at the SP station 14 todisconnect audio and video with that particular customer station, andmay proceed with another customers transaction by establishingcommunication with another customer station. Often the customer at thefirst station will be instructed to insert documents into a carrier 26and to transmit the carrier to the service provider using the carrierdelivery and receiving terminal device 24 on the customer station. As aresult, while the customer is getting documents ready to insert in thecarrier and to transmit them in the carrier, the service provider may beconducting other transactions for other customers. The service providerwill know that the customer at the customer station is ready to moreforward when the carrier arrives at the service provider carrierdelivery and receiving terminal device 28.

The service provider disconnects the audio and visual communicationbetween a customer station and the service provider station through aninput to selector unit, such as by pushing a button. The signals fromthe service providers selector unit 46 are transmitted to thecommunication controller which operates the video switching device 48.Video switching device 48 of this exemplary embodiment operativelyreconnects the display 80 on the customer station with the videomaterial presentation device 50. As a result the promotional or othermaterial stored therein will be presented to the customer duringportions of the transaction.

In certain embodiments the computer or other apparatus which serves asthe video material presentation device may run in a single output modecontinuously, sending the same information simultaneously to all thecustomer stations. However, in alternative embodiments, multiple outputchannels may be provided so special material may be presented while thecustomer is conducting a transaction. These special presentations may bespecifically tailored to matters which are expected to be of interest toa customer. The computer may be programmed to provide multiple outputchannels which are controlled through the communication controller sothat the presentation to the customer picks up at the point thepresentation was interrupted by the service provider connecting theaudio and visual link between the service provider station and thecustomer station. This increases the probability that the customer willview the entire presentation. Of course, in other embodiments otherarrangements may be used such as providing a “transaction in progress”screen at the customer terminal while the customer is waiting for aresponse from the service provider, or connecting the signal from thecamera 84 at the customer station to the display 80 at the same stationso that the customer sees himself or herself (as well as perhaps aportion of the area behind them) while a transaction is in progress.These and other options can be achieved by those skilled in the artbased on the disclosure herein through the programming of the videoswitching device 48 and video material presentation device 50, and ofcourse are merely exemplary of approaches that may be used.

The transmission of carrier 26 through the carrier tube 30 is achievedby differences in air pressure produced by blowers 32 and 34 which areconnected at the ends of each tube. The blowers are controlled by thecustomer at the customer terminal and the service provider at theservice provider terminal by inputs such as actuating the buttons on thecontrol panels 76 and 40 respectively. These control panels areconnected to blower controllers 112 which cause the blowers to operatein the manner desired to move the carrier between the customer andservice provider terminals.

Transactions carried on using the exemplary system may include thetransmission of documents or other items between the customers andservice providers using the carriers 26. Transactions may also includethe exchange of information between the customers and the serviceproviders. This may enable the service provider to instruct the customeron how to operate other devices or otherwise obtain what is required ona self service basis. In addition, the direct communication that isavailable between the customer and the service provider enables theservice provider to verify customer information or identification bydirectly viewing the customer. The system is particularly useful forproviding services to individuals having disabilities who may needassistance or other information.

The method for audio communication in this exemplary embodiment of thecustomer station 18 which includes external microphone and speakers withan optional handset provides enhanced security for audio communicationsthat are exchanged between customers and service providers. Thesemicircular configuration of the customer interface area 70 of thedescribed embodiment limits the ability of nearby customers to observeactivities that are being conducted at a terminal. This enables thespacing of customer terminals of the preferred embodiment to be in doseproximity while minimizing the concern that confidential information maybe intercepted.

When a customer has finished a transaction he/she may remain at thecustomer station for a time to review or put away items. The queuingindicator 47 preferably has its associated processor programmed torequire sensor 92 at the customer station to clear and no longer sense acustomer and then subsequently sense another customer before againincluding in the order data representing that a new customer is presentat the customer station. The programming of the processor in the queuingdevice may require the sensing condition to exist for a period of timeafter the customer station senses a new customer, before the customerstation is again added into the service order generated by the queuingdevice. This increases the reliability of the queuing indicator.

The system of some exemplary embodiments in addition to providingflexibility for a wide variety of customer transactions, also providesenhanced security for the service provider. Because the service provideris located in a secure area of the building or otherwise away fromcustomers, service providers are less susceptible to robbery or physicalharm. This can be very important where transactions involvingsignificant amounts of cash are involved, such as in gaming or bankingestablishments.

An exemplary embodiment which includes the video and/or audiopresentation device 50 enables the presentation of promotional materialto the customers. Providing additional information often serves toincrease customer satisfaction and can also result in increasing thenumber of transactions carded out. Such a system may further providecustomers with directions on how to operate the customer stations orwith other activities which are carried out in the facility.Alternatively, device 50 may transmit real time signals from anothersource. This may be particularly desirable in gaming establishments.

Alternative embodiments of the system may include features that enablecustomers to selectively access information. For example, displays 110in the customer area may be provided with customer input devices such asa touch screen interface. Such an interface may be operated inconjunction with the content presentation device 50 or other device fordelivering visual or audio content so as to enable the customer toaccess specific types of information that are of interest to thecustomer. The customer may do this by selecting items of informationthat are presented on a touch screen. Alternatively, or in addition,touch screen interfaces may be provided at the customer stations 18 ifit is desired to enable customers to access information in that manner.However, in systems where high speed processing of transactions isdesired, it may often be advantageous to limit customer inquiries toseparate terminal stations or separate displays in waiting areas orcommon areas of a facility at which a customer's inquiry will not impedethe conduct of other transactions.

Additional alternative embodiments may include having the serviceprovider station in operative connection with an automated transactionmachine station. The automated transaction machine station may includean automated transaction machine. The automated transaction machine maycarry out transactions of value. The machine may have the capability ofdispensing items of value. Such items may include tickets, travelerschecks, coupons, scrip, wagering slips, stamps, currency, vouchers,fuel, oil, food, groceries, or other items of value. The automatedtransaction machine may comprise a self-service dispensing machine,including vending machines and motor fuel dispensing pumps.

The automated transaction machine may comprise an automated bankingmachine. The automated banking machine may operate to dispense currency,e.g., permit cash withdrawals. The automated banking machine may acceptdeposits in the form of cash, checks, envelopes, or other items. Theautomated banking machine may be used for providing credit, making billpayments, transfer funds between accounts, print statements, or to debitor deposit funds in various accounts. The automated transaction machinemay comprise an ATM at an ATM station. The ATM may include for examplefeatures described in U.S. Pat. Nos. 6,010,065; 6,273,413; 6,505,717;6,573,983; and/or 6,839,688, the disclosures of each of which are hereinincorporated by reference in their entirety. For purposes of thisdisclosure an ATM automated banking machine or automated transactionmachine shah include any machine that operates to carry out automatedtransactions including transfers of value.

The service provider station may be connected to the machine in a mannerthat enables the service provider to provide assistance to a customer toconduct a transaction. Thus, a service provider station could beoperatively connected to at least one customer station and at least oneautomated transaction machine. The arrangement enables a serviceprovider to assist automated transaction machine customers, such as ATMcustomers, especially when customer stations are not being fullyutilized.

Furthermore, in some embodiments plural service provider stations can bearranged in an overlapping manner to service a combination of pluralcustomer station customers and plural ATM customers. Each serviceprovider station could be in operative connection with each customerstation and each ATM station. The use of plural service providerstations ensures that a single service provider is not burdened with amuch greater share of the workload, and improves servicing efficiency.

The service provider station could be connected to the ATM station in amanner similar to previously discussed connection arrangements between aservice provider station and a customer station. The pneumatic tubefeatures can in some cases not be provided or may be provided in anadjacent device. The service provider station and the ATM may be housedinside of the same building. Alternatively, the ATM may be locatedoutside of the building in which its corresponding service providerstation is housed. Thus, an ATM may be disposed from or remotely locatedfrom its service provider station.

Of course it should be recognized that there may be a pneumatic tubetype of arrangement between a service provider station and an ATMstation when the stations are in relatively close proximity. The serviceprovider may be able to better assist an ATM customer by providinginformation or other items via the pneumatic tube system. The serviceprovider may also be able to assist an ATM customer with transactionsthat are not feasible at the ATM machine. The ATM station may also beused as (or converted to) an additional customer station when the ATM isno longer operable to conduct a desired transaction.

A service provider (SP) station and an ATM station may be arranged in amanner that provides visual (e.g., video) and audio communicationbetween a service provider and at least one ATM customer. The visual andaudio communication arrangements may be similar to those previouslydiscussed with regard to previous embodiments relating to an SP stationand one or more customer stations. For example, a service providerstation may include one or more visual displays, similar to previouslydiscussed display 42. The service provider station may also include oneor more cameras, similar to previously discussed camera 44. A camera maybe positioned adjacent to a visual display so that when the serviceprovider views an ATM customer on the service provider display, thecamera provides an image of the service provider on an ATM visualdisplay. The service provider camera may be arranged so that the serviceprovider appears to be looking at the customer.

SP station may further include a communication selector unit. Thecommunication selector unit and its operation may be similar topreviously discussed communication selector unit 46. The communicationselector unit may include an audio transmission and receiving device,such as a microphone and a speaker. The communication selector unit mayfurther include selector buttons or other input means by which theservice provider may selectively actuate to establish video and audioconnections between the SP station and a selected ATM. The video/audiocommunication selector unit may also include an indicator, such as alight, which is used to indicate to a service provider that a customeris present at a particular ATM. Of course it should be understood thatthe system arrangement may be modified to fit the particular transactionenvironment in which it is to be used.

The ATM station may include visual and audio transmission and receivingdevices. The ATM station may have components similar to a customerstation. The ATM may include a visual display, camera, audiotransmitting device, and audio receiving device enabling visual andaudio communication between a customer at the automated transactionmachine station and a service provider at the SP station. For example,the ATM station may include a visual display device, camera system,microphone arrangement, and one or more speakers.

The ATM display may include a display screen which is alternativelyreferred to herein as an ATM display. The display screen may be able tosimultaneously display information relating to the transaction and alive image of the service provider. For example, the service providermay be displayed in a small area in a corner of the screen. The serviceprovider image may appear as overlying the transaction information. Theservice provider's image may be shown in a manner similar to a picturein a picture type of arrangement. The ATM customer may have the optionof moving the service provider image to a desired position on the screenand/or changing the size of the image. The ATM customer may further havethe option of not viewing or showing the service provider.

The image portion of the customer screen may also show pre-recordedimages or instructions to assist the customer with specific questions.The instructions presented could be determined by a computer afteranalyzing the customer's question. The instructions presented may bechosen by the computer based on key words spoken by the customer.Furthermore, the service provider may have the option of presentingpre-recorded images or instructions after hearing the customer'squestion. A service provider may choose to use pre-recordedpresentations when busy with other customers or when the ATM customer'squestion is basic and can be answered electronically. This may be doneby providing appropriate inputs through input devices of the serviceprovider station. Similar presentations may be in different formats,e.g., an animation or sports format. The presentations may provideexamples of how to conduct a transaction with the particular ATMmachine. The presentations may use the entire display screen area.

The presentations may also be linked to an actual transaction. Forexample, a computer could follow the actual transaction procedure andpresent information to the customer to assist the customer in completingthe desired transaction. The information could be presented in a portionsuch as a corner of the display screen so as not to interfere with thecustomer viewing the actual transaction screen.

Advertisements could also be presented to a customer. The advertisementsmay be based on a variety of factors, such as customer identity,customer demographics, types of accounts, account balances, etc.

The visual and audio transmission between an SP station and an ATMstation may involve any of telephone fines, an Intranet, the Internet,satellites, wireless communication such as radio frequencycommunications, or other communication methods.

The operative connection between an SP station and an ATM station may insome embodiments be arranged so as to permit the service provider toview the same transaction information as the customer. For example, theservice provider may view the same transaction screen as the customer.The service provider may also have the option of viewing the customerimage along with the customer transaction screen. The service providermay further have the option of not viewing the customer. The ATM stationmay have plural cameras for providing the service provider differentfields of view. The camera(s) may be positioned to capture images of acustomer of the machine as well as persons who may be adjacent to themachine.

With the customer and the service provider viewing essentially the samescreen then better service or help can be provided. For example, theservice provider may instruct the customer which button(s) or key(s) topush in achieving a desired transaction. The service provider is able towalk a customer through an entire transaction.

The communication arrangement link between the SP station and the ATMstation permits the service provider to highlight or point to specificlocations on the ATM screen. For example, the service provider may use atype of teleprompter which enables the ATM customer to view an arrow onthe ATM screen. The service provider station may include input devicessuch as a touch pad, touch screen and mouse that enable the serviceprovider to move indicators such as a pointer, highlighter or other itemor icons on the display screen of the customer station. In this way aservice provider is enabled to indicate to the customer particularfeatures or items as appropriate in connection with the display beingoutput. This may include for example directing the customer toappropriate function keys adjacent to the display, icons located on thescreen or other appropriate items associated with the presentation beingmade to the customer. This arrangement may better assist customers inunderstanding exactly which button or key to operate, or which sectionof the screen to touch if the screen is a touch screen.

The ATM may also include a key or feature that a customer can operate tocall the service provider at the service provider station. For example,an ATM customer may press a “call button” to activate communication witha service provider.

The SP station may be also be operable to receive one-way visual andaudio communication from the ATM station. A timer may be used innotifying a service provider that a customer has been operating an ATMfor an abnormal period of time. The service provider can theninvestigate the ATM to determine whether the customer needs assistance.For example, once notified by a sensor or indicator, the serviceprovider may be granted video and audio capabilities (which the customermay not be granted) to ascertain the situation at the ATM. Other SPstation arrangements may permit the service provider full time unlimitedvideo and audio capabilities, including viewing the customer image alongwith the customer transaction screen.

The SP station and ATM station communications may in some embodimentsalso include translation capabilities. A translator may comprisecomputer software which enables real time translation. The customer mayindicate which language is desired by pressing an appropriate ATM buttonafter viewing an initial screen presentation. The ATM could then presentall transaction information to the customer in the requested language. Areal time translator can be used for audio communication with theservice provider. For example, the translator could permit an Englishspeaking service provider to audibly (or via text) communicate with aFrench or Spanish speaking customer.

Automated transaction machine stations may also be operatively connectedwith the queuing device at the SP station. Therefore, each of thecustomer stations and ATMs assigned to a service provider station may belinked to a common queuing device. Thus, a service provider can servicethe stations in proper order.

In some exemplary embodiments service providers may be enabled tooperate transaction function devices at the customer station. This mayinclude for example operating a cash dispenser in response to inputs toinput devices at the service provider station. For example in someembodiments a customer may wish to cash a check that is presented at thecustomer station. The service provider may be enabled to access imagedata related to the check which is imaged by the check accepting device.In addition the service provider is enabled to obtain information fromthe customer. This may include identifying information such as adriver's license, a pay stub or other information. If the serviceprovider is satisfied that the check is valid and will be paid, theservice provider may cause the cash dispenser to operate so as toprovide the customer with funds. Of course this approach is exemplaryand there are many different types of transactions that could be carriedout with embodiments of the system. Further embodiments may include thecapabilities for documenting transaction activities which are conductedby customers, service providers or both. This may be accomplished byfeatures described in U.S. patent application Ser. No. 09/991,748 filedNov. 23, 2001, the disclosure of which is herein incorporated byreference in its entirety. Of course this is exemplary of many featuresand approaches that may be used.

It should further be understood that although in the exemplaryembodiment the pneumatic tube conveyor and cash dispenser comprise itemdelivery devices which deliver items to customers at the customerstation, in other embodiments other types of item delivery devices maybe used. Such item delivery devices may include devices that deliveritems that are moved from the service provider to the customer. Itemdelivery devices may also include devices that deliver items fromstorage at the customer station to the customer. Further otheralternative item delivery devices may include items that produce theitem in whole and in part at the customer station. These may include forexample a money order printer, or a device that produces a card withdata representative of value stored thereon. Of course these approachesare exemplary and in other embodiments other approaches may be used.

FIG. 13 shows a transaction system including an SP station 114, customerstations 118, ATM stations 120, and a building 116. The SP station 114is operative to communicate with the customer stations 118 and the ATMs120. As previously discussed, items may be exchanged between the serviceprovider station and the customer stations, such as through a conveyorsuch as pneumatic tube system. Again, the SP station 114 and customerstations 118 may be positioned in the budding 116, with the SP stationin a secure room in the building. As previously discussed, an ATMstation may be located inside or outside of the budding in which the SPstation is housed.

FIG. 14 shows an exemplary ATM station 120 which may be used inoperative connection with an SP station, such as the SP station 114 ofFIG. 13. The ATM station may include a plurality of transaction functiondevices. The devices may include for example, a display screen 122,function keys 124, keyboard 126, statement outlet opening 128,depository opening 130, currency outlet opening 132, card reader/writerentry slot 134, receipt opening 136, and camera opening 138.

The ATM at the ATM station is operative to dispense currency such asbank notes. The ATM may also include a depository for accepting depositsthrough the depository opening into a secure location in the machine. Areceipt printer may also be included for providing transaction receiptsto customers through the receipt opening. The statement outlet openingmay be used for delivering sheets which comprise account statements tousers of the machine. The camera opening provides a field of viewexternal of the machine for a camera mounted within the interior of theATM enclosure. A journal printer may also be included for keeping a hardcopy record of transaction information. In other embodiments other oradditional transaction function devices which carry out othertransaction functions may be used. Other embodiments may include fewertransaction function devices. It should be further understood that whilethe described embodiment is an automated banking machine, the principlesof the invention may be employed in many types of transaction machinesthat do not necessarily carry out banking transactions.

In some alternative embodiments a transaction system is provided whichhas the capability of placing a customer at the customer station inconnection with a service provider located remotely relative to thetransaction facility. Such a service provider may include for example, aperson who is a specialist in the particular type of transaction thatthe customer wishes to conduct. In alternative embodiments the remoteservice provider may be a service provider who has greater authoritythan the local service provider who has been dealing with the customer.For example, the remote service provider may be a management levelperson who could offer the customer a refund or other benefit that thelocal service provider has no authority to grant. In still othersituations the remote service provider may be a service provider relatedto a different entity than the entity that operates the transactionfacility. Such a remote service provider may be able to offer ancillaryservices, but which pertain to the customer's needs. Various types ofremote service providers may be operatively connected to the systemdepending on a particular type transaction environment.

In exemplary embodiments a remote service provider located at a remoteservice provider station may be placed in operative communication withthe customer at the transaction station to carry out at least a portionof a transaction. In exemplary embodiments the remote service providerstation may be connected through suitable communications devices to thetransaction facility in a way that enables the remote service providerto be in video and audio communication with the customer at the customerstation. Such communication may be accomplished in response to inputs toinput devices provided by the local service provider, the customer orautomatically responsive to operation of an ATM or other transactionfunction device.

The exemplary remote service provider station in addition to includingthe camera, video display, audio transmitting device and audio receivingdevice may be in operative connection with one or more input devicesthat enable the remote service provider to provide inputs that controloutputs and/or transaction function devices at the customer station.This capability may include for example the remote service providerbeing able to perform functions of the local service provider aspreviously discussed. In addition the remote service provider may beenabled to access other systems or initiate other types of activitiessuch as financial transactions, which are operative to transfer funds toor from a customer or a customer account. Remote service providers maybe able to control outputs through the visual display and/or outputdevices of the customer station such as by providing inputs that causeprerecorded presentations to be output. Likewise remote serviceproviders may be enabled to provide inputs that manipulate a pointer,provide highlighting or achieve other outputs at the customer station.Alternatively or in addition the remote service provider may be able toprovide inputs that cause the visual display or audio transmittingdevice such as the speaker of the customer terminal, to be connected tothe broadcast source. Alternatively or in addition remote serviceproviders may be able to access data input by a customer through aninput device such as a card reader, keyboard, biometric reader, camera,or other device at the customer station, and may control transactionfunction devices such as cash dispensers, check imagers, or otherdevices that can be operated at the customer station or in the vicinityof the customer station. Of course these features are exemplary and inother embodiments other approaches may be used.

FIG. 15 shows a schematic view of a transaction system which shows aremote service provider station generally indicated 150. The remote SPstation 150 includes a visual display 152, camera 154, speaker 156 whichserves as an audio transmitting device and microphone 156 which servesas an audio receiving device. Exemplary remote SP station 150 alsoincludes input devices which in the exemplary embodiment include akeyboard and mouse which are operatively connected to a computer 162. Ofcourse these components are exemplary and in other embodiments other oradditional components may be used.

Remote SP station 150 is in electronic communication with thetransaction facility that houses the local SP stations and customerstations, in the exemplary embodiment the remote SP station is shown inconnection with two transaction facilities 164 and 166. Of course itshould be understood that the remote SP station may be in operativecommunication with lesser or greater numbers of remote transactionfacilities.

The remote SP station is shown in operative communication with thetransaction facilities through network connections. As schematicallyindicated the network connections are operative to provide audiovisualcommunication through an audio/video network 168. The remote SP stationis also operative to communicate with the transaction facilities througha communication and control network 170. It should be understood howeverthat although networks 168 and 170 are shown as separate networks, insome embodiments they may constitute different communication linksthrough a common network such as the Internet.

As in the described embodiment shown schematically in FIG. 15,transaction facilities 164 and 166 are similar, only transactionfacility 164 will be described. The remote SP station is in operativecommunication with the devices of the transaction facility through oneor more controllers. The controllers are operative to manage, switch andotherwise manipulate signals that enable operative connection with theremote SP station. In the exemplary embodiment the audio/video network168 communicates audio and visual signals through a controller 172.Controller 172 provides compression and decompression functionality.Thus the controller 172 serves as a compression decompression devicethat receives audiovisual signals from the cameras and speakers of thecustomer stations and/or local service provider stations, and compressesthem for purposes of transmitting the signals through the network 168.When such signals are received at the remote SP station the computer 162includes suitable software for decompressing the signals so as toprovide suitable audio and visual outputs to the remote serviceprovider. Likewise when the remote service provider at the remote SPstation 150 sends video and audio signals, the computer 162 is operativeto compress them before transmitting them through the network 168. Thecompression decompression device included in the controller 172 isoperative to decompress the signals so as to be suitable to produceoutput through the speakers and displays of the customer stations and/orlocal service provider stations. Of course these approaches areexemplary.

In the exemplary embodiment the communication and control network 170 isoperatively connected to a network interface controller 174. Networkinterface controller is operative to provide control and othercommunications with the remote SP station. In addition the exemplarynetwork interface controller has stored in association therewith theaddresses for the various nodes on the network such as devicesaccessible through the transaction facility. Thus the network interfacecontroller 174 of the exemplary embodiment is operative to cause theproper connections and communications to be made.

The network interface controller 174 as well as the controller 172 arein operative connection with a controller 176 which serves as acommunications hub. The communications hub serves as an interface todevices at the remote SP station. The communications hub receives datafrom the customer station devices and determines the action to take withregard to the data based on its programming. The exemplarycommunications hub formats the data for transmission to the networkinterface controller or other device to which is it conveyed at theremote SP station. The exemplary communications hub is also operative todetermine and route incoming audiovisual signals to the appropriatecustomer or service provider station.

In the exemplary embodiment the communications hub 176 is in operativeconnection with a controller 178 that serves as an audio switcher. Theaudio switcher 178 is operative to provide connections between the audioreceiving devices and audio transmitting devices at the customerstations and the local service provider stations, as well as to routethe audio signals for transmission to the remote SP station. In thetransaction facility shown there are four customer stations and twolocal service provider stations. Of course this approach is exemplary.

In the exemplary embodiment the audio switcher 178 is in operativeconnection with a controller 180. In the exemplary embodiment thecontroller 180 is programmed to act as a simulator which simulates theoutputs of a local audio transmitting device and audio receiving devicefor purposes of delivering and receiving audio signals from the audioswitcher 178. The simulator 180 is in operative connection with thecommunications hub 176 and the controller 172. The simulator 180operates responsive to the network interface controller and thecommunications hub to provide audio communication through the controller172 from the remote SP station to the selected customer station. This isdone responsive to inputs by the remote service provider which aretransmitted through the communication and control network 170. Likewiseaudio signals to the remote SP station is appropriately routed throughthe simulator 180.

In the exemplary embodiment the audio switcher 178 is in operativeconnection with a controller 182 which serves as a video switcher. Thevideo switcher 182 is also in operative connection with the cameras andvisual display devices at each of the customer stations and the twolocal service provider stations. The video switcher 182 is operativeresponsive to the signals received from the audio switcher to cause theappropriate video communication between the customer station, localservice provider station or remote service provider station.

Thus for example in the exemplary system shown in FIG. 15, a localservice provider may provide inputs so as to connect each selectedcustomer station to be in audio and video communication with the localservice provider through the local service provider station. However incases where the customer's transaction requires assistance from a remoteservice provider, the local service provider and/or the customer mayprovide inputs which are operative to cause the interface controller andswitcher to place the remote service provider station 150 in audio andvideo communication directly with the customer terminal. Alternativelyin some embodiments provision may be made for placing the local serviceprovider in communication with the remote service provider.Alternatively in some embodiments the customer, local service providerand remote service provider may all be in video and/or audiocommunication during the course of the transaction.

The local service provider, remote service provider and/or customer mayprovide appropriate inputs. Such inputs may be received by local serviceprovider or corresponding data may be received by the remote serviceprovider. The remote service provider may also access data or controldevices at the customer station. Various actions may be taken asappropriate so as to carry out the transaction or portion of thetransaction for the customer. Upon the completion of the transactioninputs provided by the remote service provider, local service providerand/or the customer, may cause the disconnection of communication withthe remote service provider. Further as previously discussed insituations where the customer at the customer station is dealing withthe remote service provider, the local service provider may be servicingother customers so as to provide increased transaction throughput. Ofcourse these approaches are exemplary and in other embodiments otherapproaches may be used.

FIG. 16 shows schematically an alternative system in which a transactionfacility 184 and the customer stations therein may be connected tomultiple remote service provider stations 186, 188. In this alternativeembodiment the remote SP stations may include the devices and featuresof remote service provider station 150 previously discussed. Also eachof the remote service provider stations may communicate with thetransaction facility through an audio/video network 200 and acommunication and control network 202. As with the previously describedsystem the controller 204 serves as a compression decompression devicefor audio and video signals. A controller 206 serves as a networkinterface controller to the communication and control network 202. Thenetwork interface controller 206 is connected to a controller 208 whichserves as a communications hub. The communications hub 208 is connectedto a controller 210 which serves as an audio switcher. Thecommunications hub 208 is also connected to a controller 212 whichserves as a simulator which is connected to the controller 204 and theaudio switcher 210 and performs the functions previously discussed. Alsoas in the previously discussed embodiment, the audio switcher 210 isoperatively connected to the video switcher 214.

In this exemplary transaction facility a customer station 216 includesan ATM. The ATM 216 is in operative connection with a controller 218which is in operative communication with the communication hub 208. Inthis exemplary embodiment the ATM 216 is operatively connected to atransaction network 220. Transaction network 220 enables operativeconnection of the ATM 216 to remote computers schematically indicated222 which enable the ATM to carry out ATM transactions such as thedispensing of cash, the receipt of deposits, the checking of balancesand other ATM transactions in response to appropriate transactioncomputers 222.

In this exemplary embodiment the customer station associated with ATM216 may include a camera, audio transmitting device, audio receivingdevice, visual display and input devices similar to other customerstations previously discussed. Responsive to appropriate inputs and/orresponsive to programming of the controller associated with the ATM,audio/video communication may be established at the customer stationsincluding at the ATM, with the local and remote service providers. Thelocal and remote service providers may as appropriate engage in videocommunications so as to carry out transactions with the customer locatedat the ATM. Also in exemplary embodiments inputs from the serviceproviders may be operative to control item delivery devices, outputdevices, or other devices at the ATM so as to provide the customer withitems such as cash as appropriate for carrying out transactions.

Further in the exemplary embodiment the controller 218 may provide asource of audio and visual presentations. These presentations may beselected in the manner previously discussed through inputs by theservice providers, and presented to a selected customer through thevisual display and audio transmitting device of the customer stationwhich includes the ATM. Alternatively or in addition, the controller 218may serve as a local broadcast source of material. Responsive to inputsfrom the service providers, or the programming of the ATM, the outputaudio and/or visual devices of the ATM may be connected to the broadcastsource. Further as schematically indicated in FIG. 16, controller 218may provide an interface to a remote broadcast source so as to provideoutputs to the customer stations.

In the exemplary system schematically represented in FIG. 16, selectedremote service providers who may have different capabilities orexpertise may communicate with customers at customer stations includingat the ATM. Such remote service providers may also communicate withlocal service providers so as to facilitate the carrying out oftransactions. In addition or in the alternative, the remote serviceproviders may control devices at the customer stations so as to deliveritems, provide presentations or carry out other activities related toperforming transactions.

FIG. 17 schematically represents a system similar to that shown in FIG.16 except as otherwise indicated. In FIG. 17 a transaction facility 224includes customer stations and local service provider stations that areenabled to communicate with a plurality of remote service providerstations 226,288. The system in FIG. 17 differs from the systemrepresented in FIG. 16 in that the customer stations in addition to theATM, each include a local processor schematically represented 230. Eachlocal processor is operatively connected with a data store schematicallyrepresented 232. Each local processor in the exemplary embodiment isoperatively connected to the controller 234 that serves as thecommunications hub. Each of the local processors 230 is operativelyconnected to the controller 236 which provides a source of audio and/orvideo content. Each local processor is connected through an interface238 to the controller 240 which serves as a video switcher. Each localprocessor is also operatively connected to transaction function devices242 which may in some exemplary embodiments include item deliveringdevices, input devices, output devices and other devices associated withcarrying out transactions.

In the exemplary embodiment shown in FIG. 17 the local processors 230are operative to have stored in their associated data stores 232, datarepresentative of presentations that can be output through the audioand/or visual output devices at the customer station. Thesepresentations may be produced based on outputs from the controller 236,inputs from the broadcast source or other sources. Such storedpresentations may be similar to those described in the incorporateddisclosure of U.S. patent application Ser. No. 09/449,426 filed Nov. 24,1999. Responsive to inputs to input devices at the remote serviceprovider stations, the communications hub is operative to cause a localprocessor to provide selected audio and/or visual outputs thatcorrespond to the service provider inputs.

In addition the local processors are enabled to operate the transactionfunction devices 242 in accordance with their programming. The localprocessors are also enabled to transmit signals from the associatedtransaction function devices to the communications hub and to local andremote service providers through the communications and control network.The transaction function devices are also enabled to be operatedresponsive to inputs provided by local and remote service providers. Inaddition signals to and from the transaction function devices areappropriately routed and switched by the controllers to the appropriatedevices and systems associated with the applicable local or remoteservice provider station that is conducting a transaction with thecustomer and the customer station.

FIG. 18 schematically shows a further alternative system similar to thatshown in FIG. 17 except as otherwise explained. The system of FIG. 18has a transaction facility schematically indicated 234 and remoteservice provider stations 246 and 248. As represented in FIG. 18 remoteservice provider stations may be in operative communication with atransaction network 250 so as to communicate with financial transactioncomputers 252. Also as schematically indicated the communication andcontrol network enables local service providers, the local processors atthe customer stations, as well as those customer stations includingATMs, to be in communication with the transaction network 250. Thiscommunication is schematically shown through an interface controller254. Also schematically represented in FIG. 18 are transaction devices256 that are operated by local service providers. Such local serviceprovider devices may be used to control transaction function devicesselectively at service provider stations and/or to connect such devicesto other appropriate devices or networks for purposes of carrying outtransactions. In the exemplary embodiment shown local service providersas well as remote service providers are enabled to providecommunications through the transaction network so as to enable thecarrying out of financial transactions.

Also schematically represented in FIG. 18 is a content serverschematically indicated 258. Content server 258 is operatively connectedto the controller 260 which serves as the compression decompressiondevice, as well as to controller 262 which serves as the communicationshub. In the exemplary embodiment the content server is operative todistribute content such as presentations that make up marketingcampaigns to the data stores associated with customer stations. Inaddition the content server may also serve to perform a customerrelationship management CRM analysis. Such customer relationshipmanagement (CRM) analysis may determine appropriate marketingpresentations or other content to present to specific customers, orcategories of customers, during transactions. The transaction server mayalso operate to keep track of presentations that have been made tocustomers, as well as customers responses thereto. Such information maybe stored and analyzed in accordance with the programming of the contentserver or other computers so as to determine products and services thatshould be presented to customers, or to determine opportunities thatcustomers may wish to take advantage of by speaking with local or remoteservice providers. Of course these approaches are exemplary and in otherembodiments other approaches may be used.

Further, in the exemplary system shown in FIG. 18 controller 264 is alsooperatively connected to a local broadcast source 266. In this exemplaryembodiment the local broadcast source comprises a device that is incontact with local media. Such a local broadcast source may include aserver with a DVD player that serves to provide outputs that may be ofinterest to customers waiting during transactions or to persons who maybe observing displays or other output devices either at customerstations or within the transaction facility before or after conductingtransactions. Of course as represented in FIG. 18 controller 264 mayalso be a source of such content, or may obtain such content throughcommunication with a remote broadcast source. Thus exemplary forms of asystem may enable various types of presentations to be made either of ageneral or targeted nature for purposes of helping to carry outtransactions as well as for entertaining and occupying customers.

FIGS. 19-21 show alternative forms of remote service provider stations.FIG. 19 shows the components of a remote service provider station 268.Remote SP station 268 includes a camera 270 and screen 272 which servesas a visual output device. The remote SP station 268 further includes anaudio control module 274. The audio control module 274 includes amicrophone 278 which serves as an audio input device and a speaker 280which serves as an audio transmitting device. The exemplary audiocontrol module further includes at least one input device such as akeypad 282 as well as a display 284. The display 284 serves to providethe service provider with customer station information or data fromtransaction devices at the local SP station or customer station.

The remote SP station 268 further includes a controller 286. Controller286 serves as a video conferencing controller as well as a compressionand decompression device for purposes of communicating through anaudio/video network. Remote SP station 268 further includes a networkinterface controller 288. Controller 288 is operative to providecommunication and control signals to the transaction facility through acommunication and control network. The network interface controllerprovides the controlling routing data for making the proper connectionsto the customer station or a local SP station. It also provides for thedesired transmission of transaction and other data, and control ofdevices at the transaction facility. Of course it should be understoodthat although in this exemplary embodiment two separate controllerdevices are shown, and in other embodiments such controllers may beintegrated into a single device such as a PC.

FIG. 20 shows an alternative remote service provider station generallyindicated 290. SP station 290 includes a PC 292 which includes aprocessor and data store. PC 292 is in operative connection with amonitor 294 which serves as a visual output device. PC 292 is also inoperative connection with a controller schematically indicated 296.Controller 296 is in operative communication with a speaker 298, camera300, microphone 302 and input devices 304. Of course it should beunderstood that in some embodiments controller 296 may be integratedwith the PC.

In this exemplary embodiment the PC 292 of the remote SP stationperforms the compression decompression function so as to communicate theaudio and video signals with the transaction facility, and communicatescommunication and control signals. In addition the PC 292 may beoperative to communicate with a transaction network so as to enable thecarrying out of financial or other transactions responsive to inputsfrom the remote service provider.

FIG. 21 shows schematically yet another alternative form of a remoteservice provider station indicated 308. Service provider station 308 isin the nature of a call center in which multiple remote serviceproviders may communicate with various transaction facilities andcustomer stations. Service provider station 308 includes operatorstations 310, 312 at which a remote service provider may communicatewith transaction facilities and customer stations. Also as indicated inFIG. 21, the operator stations may also include input devices 314 andtransaction devices 316 so that service providers may communicate withand control devices at customer stations as well as to initiatefinancial or other transactions through appropriate networks. Of courseit should be understood that these service provider stationconfigurations are exemplary of many that may be used.

A further alternative exemplary system 320 is represented schematicallyin FIG. 22. System 320 may be integrated with systems of the typepreviously discussed or alternatively may operate independently of suchsystems.

System 320 includes an ATM 322. ATM 322 may be one of the typespreviously discussed herein or discussed in one of the incorporateddisclosures. ATM 322 of the exemplary embodiment may include transactionfunction devices such as an ATM display, card reader, keypad, inputkeys, printers, check imager and cash dispenser. All of these devicesare mounted in supporting connection with the ATM housing so as to becontained within the ATM of the exemplary embodiment. Of course inalternative embodiments, additional devices or multiple housings may beused.

ATM 322 further includes at least one processor schematically indicated324. Processor 324 is in operative connection with at least one datastore 326. Data store 326 includes data corresponding to computerinstructions in the form of software. The software instructions, whenexecuted by the processor, are operative to cause operation of the ATMto perform transactions for users, such as those functions discussedherein and in the incorporated disclosures. Computer softwareinstructions executed by the processor may reside on articles such as ahard drive, solid state memory, DVD, CD, floppy disk, or other types ofmedia. In some embodiments, data store 326 may comprise an article suchas a hard drive. Alternatively in some embodiments the instructionsstored in the data store 326 may be loaded from such an article throughthe use of a disk drive, computer port or other suitable mechanism inoperative connection with the processor 324.

In the exemplary embodiment, the ATM 322 is in operative connection withone or more external displays 328 and 330. The displays are operated toprovide outputs responsive to at least one external output signal thatis provided by the ATM responsive to operation of the processor 324.Appropriate circuitry and drivers are included for providing outputs tothe displays. Of course, as previously discussed, the displays may alsoincorporate or be in connection with audio output devices so as toenable providing visual and audio content. Alternatively or in addition,such displays may also include input devices for receiving inputs fromusers.

ATM 322 is also in operative connection with one or more networksschematically indicated 332. Networks 332 may include one or more localor wide area networks of the type previously discussed. Networks 332 mayalso include communications links or other suitable communications pathsfor communicating with remote or local devices. ATM 322 includes one ormore communication devices schematically indicated 324. Thecommunication devices are suitable for communicating with the devicesconnected in the networks.

In an exemplary embodiment the ATM is operative to communicate with oneor more financial transaction computers, which is schematicallyindicated as a transaction host 336. The ATM of the exemplary embodimentis operative to communicate with the transaction host, and suchcommunication is operative to cause the processor 324 to operate the ATMin accordance with its programming to carry out financial transactions.

Also operatively connected to the ATM in this exemplary embodiment is anadvertising content server 338. The advertising content server of theexemplary embodiment is operative to deliver through the network 332,data corresponding to a plurality of advertising messages. The at leastone processor 324 in the ATM is operative to receive the datacorresponding to this plurality of advertising messages and to storedata corresponding to such messages in the at least one data store 326in a matter later discussed.

Also in operative connection with ATM 322 is a marketing computer 340which is alternatively referred to herein as a marketing server. In theexemplary embodiment, communication between the ATM and the marketingserver is operative to enable the ATM to output through the ATM display,or other displays, one or more advertising messages that arespecifically targeted to the person using the ATM at that time.

The exemplary embodiment further includes at least one broadcast server342. Broadcast server 342 of the exemplary embodiment generally includesdata corresponding to content which may be used to cause video or audiooutputs through output devices. Broadcast server 342 may be one of thetypes previously discussed. It may be a local or remote broadcastsource. In some embodiments the broadcast server may be operated by anentity which compiles and/or produces programming for purposes ofdisplay in various establishments. Such programming may include, forexample, information corresponding to recent news stories, recentsporting events, recent stock prices, weather forecasts, horoscope data,trivia, or other matters of general or special interest. Alternativelyor in addition, the operator of the broadcast source may provideadvertising messages of general interest to individuals who would beexpected to frequent the facility in which the ATM or other devices arelocated which access data from the broadcast source, would likely havean interest. For example, this may include advertising for products ofthe particular financial institution in which ATM 322 is located. Ofcourse these approaches are exemplary.

It should be understood that in some embodiments the broadcast sourcemay include a plurality of sources such as content server 343. Theplurality of content sources may provide data corresponding to varioustypes of information. For example, a content server may provideinformation regarding weather forecasts, another content server mayprovide information corresponding to stock prices, and another contentserver may provide data corresponding to music or other audio material,in some embodiments, the content servers may include servers accessibleat network addresses on the Internet. Of course in systems in which opennetworks are accessed, appropriate security measures such as firewalls,screening software and the like may be employed.

The exemplary embodiment of system 320 includes features discussed inthe preceding disclosure as well in the incorporated disclosure of U.S.patent application Ser. No, 09/449,426 filed Nov. 24, 1999. In theexemplary embodiment, the at least one processor 324 of the ATM isoperative to cause the ATM to communicate with the transaction host 336to carry out financial transactions for customers at the ATM. Suchtransactions may include, for example, the customer providing a card tothe card reader in the ATM such that card data corresponding to thecustomer and/or their account is read. The customer also provides otherinputs through input devices of the ATM such as a PIN number,information regarding the type of transaction they wish to conduct aswell as the amount of the transaction. The at least one processor 324operates in accordance with its programming to cause the transactionfunction devices to operate to receive these inputs, and cause the ATMto communicate the nature of the requested transaction along with thecard and PIN data to the transaction host 336. One or more computerswhich comprise the transaction host operates to determine if therequested transaction is authorized. The transaction host 336 then sendsone or more messages to the ATM indicating whether the requestedtransaction is or is not authorized. If, for example, the requestedtransaction is a dispense of cash, and the message received by the ATMfrom the transaction host indicates that the transaction is authorized,the at least one processor 324 operates to provide outputs from the ATMdisplay and to cause the cash dispenser in the ATM to dispense the cashto a user. The at least one processor also operates in accordance withits programming to send messages to the transaction host to indicate ifthe requested transaction was carried out appropriately. The at leastone processor also operates in some embodiments to cause the ATM tocarry out other functions such as to provide outputs, print receipts andother documents for the user, to make printed or electronic recordsrelated to transactions, to capture images of the user, instruments orother items, or to carry out other related functions in accordance withits programming. Of course these approaches are exemplary.

In addition, exemplary ATM 322 also operates in accordance with itsprogramming to communicate with the advertising content server 338. Theadvertising content server is operative to transmit data correspondingto a plurality of advertising messages. The at least one processor 324is operative to receive the data corresponding to the advertisingmessages and to store data in the at least one data store 326 of theATM. As indicated in the incorporated disclosure, each of the pluralityof advertising messages can be selectively accessed and outputscorresponding thereto can be output by the ATM through its display.

The at least one processor 324 of the exemplary ATM is also operative tocommunicate with broadcast server 342. Broadcast server 342 is operativeto communicate data corresponding to content to the ATM. The datacorresponding to the content is stored in the at least one data store326. Alternatively or in addition, the ATM processor is operative tocause the ATM to communicate with a plurality of content sources and toreceive data corresponding to information that can be provided by suchcontent sources. Such sources may include, for example, sources whichcan provide data corresponding to recent stock prices. The ATM maydownload such information and store it in the data store. Further, ascan be appreciated, the at least one processor of the ATM may beprogrammed to only periodically communicate with a particular contentserver or a broadcast source, and to modify data stored in the datastore in accordance with data downloaded during such communications. Inthis way, the ATM may be operative to periodically update theinformation that is stored in the data store with more recentinformation.

As can be appreciated, the frequency and timing of communication betweenthe ATM and the servers which provide content, may be controlled throughthe programming of the ATM. Alternatively, the downloading of suchinformation may be controlled by messages from a broadcast server or amarketing server, or can be based on other factors to enable suchcommunication on a scheduled or unscheduled basis.

In the exemplary embodiment, when the ATM is operated to perform atransaction for a user, card data read by the ATM is transmitted fromthe ATM to the marketing computer 340. In the exemplary embodiment, thisoccurs prior to the sending of the card data from the ATM to thetransaction host. The card data corresponds to a particular user, or atleast some attribute of the particular user. The marketing computer 340is operative responsive to the card data to determine the nature of oneor more advertising messages that the operator of the system or otherresponsible entity would like to have presented to the user at the ATM.In some embodiments, the messages may be targeted marketing whichprovides a presentation targeted to the particular user. In response tomaking such determination, the marketing computer 340 sends messagesincluding data to the ATM 322. These messages include user presentationdata. The at least one processor operates responsive to the userpresentation data to cause the selected at least one user presentationto be selected from the data store and to be output through the outputdevices on the ATM. In some embodiments the user may be provided with aseries of presentations with opportunities to provide responses, oralternatively may be presented with a series of presentations whichcomprise a sequence of messages that are intended to be presented to auser on successive ATM visits or otherwise at different times. Thesequence of messages comprise a marketing campaign. Additional aspectsof exemplary systems are described in the incorporated disclosures.

In an exemplary embodiment, the at least one processor 324 also operatesto provide at least one external output signal from the ATM which isoperative to cause outputs through the external displays. The outputsthrough the external displays may correspond to the data correspondingto broadcast content that the ATM received from content sources such asthe broadcast server. In some exemplary embodiments, the outputsprovided from the displays are generally run continuously when the ATMprocessor is operating. The outputs through the external displays aregenerally independent of the outputs through the ATM display, whichoutputs through the ATM display are determined through the communicationbetween the ATM and the transaction host. Of course, as can beappreciated, in some embodiments the at least one processor in the ATMmay be programmed to cause the general marketing information outputthrough the display to also be output through the ATM display when theATM is not carrying out a financial transaction or at times duringtransactions when no particular output is dictated by communication withthe marketing computer.

Of course, as can be appreciated, in some embodiments the ATM may alsobe connected to other systems such as those described, that enablecommunication between service providers and customers at the ATM andwhich also enable service providers to control the output ofpresentations from the ATM as well as the external displays.Alternatively and/or in addition, such communication systems may beoperative to cause the at least one processor in the ATM to storeselected content in the data store, such that particular programmingappropriate for the facility will output through the external displaysin the particular facility in which the ATM is operated. Of course theseapproaches are exemplary, and in other embodiments other approaches maybe used.

In still other exemplary embodiments the at least one processor 324 ofthe ATM may operate in accordance with programmed instructions includingin the at least one data store 326 to carry out additional oralternative operations to facilitate communication with and marketing toATM users as well as persons in the vicinity of the ATM. In suchexemplary embodiments one or more reading devices may be in operativeconnection with the at least one processor. The reading devices of theexemplary embodiment are operative to read in a contactless manner, datawhich identifies a particular user. Such reading devices may include,for example, a reader which is operative to read radio frequencyidentification (RFID) cards or other articles. Such cards or articlesmay be of the type described in incorporated disclosure of U.S. patentapplication Ser. No. 10/814,100 filed on Mar. 31, 2004. An RFID readingdevice may operate for example to read identification data on a card inthe possession of a person waiting to use the ATM but who has not yetinput their ATM card or other device used to initiate ATM transactions,into operative connection with the ATM. In some embodiments the at leastone processor may be programmed so as to discriminate between RFIDsignals by determining the signals which correspond to one or more userswhich are not in the midst of conducting a transaction with the ATM.This can be done based on the card data that is read by the card readerof the ATM to assure that the data which corresponds to a person who iswaiting is identified.

In alternative embodiments the reading device may comprise a camera. Thecamera may be used to detect appearance features of a person within thecamera's field of view. Signals from the camera showing a user's facecan then be used to identify the particular person who is waiting toconduct a transaction at the ATM. This may be done, for example, in themanner described in U.S. Pat. Nos. 6,841,274 and/or 6,023,688, thedisclosures of each of which are herein incorporated by reference intheir entirety.

In still other embodiments the reading device may comprise a readingdevice that operates to read biometric features. These devices mayinclude, for example, a device which scans the iris of a user waiting touse the machine. Alternatively other types of biometric readers may beused such as devices which read patterns by a user's retina or otherfeatures. Of course these reading devices described are exemplary and inother embodiments other types of reading devices may be used.

In exemplary embodiments the at least one processor may operate inaccordance with its programming to receive the signals that identify auser waiting to use the ATM. Based on this information the at least oneprocessor may cause the ATM to communicate with one or more remoteservers. The communication with the remote servers may include datawhich corresponds to the data read by the reading device which can beused by the remote server to identify the particular individual waitingto use the ATM, or at least one attribute of that particular individual.Such a remote server may be the marketing server 340 previouslydiscussed, or may be additional or different servers.

The remote server of this exemplary embodiment is operative to determinethe particular marketing presentation to be provided to the user waitingto use the ATM. The remote server then sends a message to the ATMincluding data representative of the presentation Responsive toreceiving the data identifying the particular marketing presentation tobe made to the user waiting to operate the machine, the at least oneprocessor in the ATM is operative to output the particular marketingpresentation through one or more of the external displays 328, 330. Thiscan be done in an exemplary embodiment while the ATM is being operatedto conduct a transaction by a different user, and while the screendisplays output from the ATM are being controlled by the at least oneprocessor responsive to communications between the ATM and the ATMtransaction host.

Thus in this exemplary embodiment the user waiting to operate the ATMmay receive a marketing message targeted to the particular user from theexternal displays while waiting to use the ATM. In addition in someembodiments the data corresponding to marketing presentations stored inthe at least one data store 326 of the ATM may include a plurality ofsequences. As previously discussed, the exemplary sequences comprise aplurality of marketing presentations that are related and are developedto be presented to ATM users at different times. Thus for examplemessages in a sequence can be presented to a user on different ATMvisits as discussed in the incorporated disclosures. However, in someexemplary embodiments when a user has received a marketing presentationincluded in a sequence through one of the external displays whilewaiting for the ATM, the at least one processor in the ATM may operateto present the user with the next advertising message in the sequencewhen the user is shortly thereafter conducting a transaction at the ATM.This can be done by identifying the user through the card data includedon their card which is read through operation of the card reader on theATM. Alternatively or in addition, the ATM may include a contactlessreading device of the type previously described so as to identify theparticular user who has moved to a position to conduct a transaction atthe ATM. This enables a user in an exemplary embodiment to receive twomarketing messages in the sequence in relatively rapid succession.Further as discussed in the incorporated disclosures, in situationswhere later messages in a sequence require responses from a user such asto accept or decline an offer, the later messages can be presentedthrough the ATM at which time the user may provide the necessaryresponses. Of course these approaches are exemplary and in otherembodiments other approaches may be used.

In still other embodiments reading devices may be positioned adjacent toor otherwise in a position so as to sense data associated with a userthat is adjacent to the particular external display. In such embodimentsthe at least one processor may operate in accordance with itsprogramming to cause each external display to output a differentmarketing message. The marketing message output through a display may bespecifically targeted to the waiting user who is positioned adjacentthereto. Thus for example a user waiting adjacent to an external displaymay receive one targeted marketing message, while at the same timeanother user that is waiting adjacent to a different external displaywill receive a different targeted marketing message. Each message willbe specifically targeted to the particular adjacent user.

In some embodiments the at least one processor may cause the outputthrough the external displays, of content of general interest receivedfrom the broadcast server at times when no user is sensed as waiting inproximity to one of the external displays. Then when a user is sensed aswaiting, and responsive to the reading device reading data correspondingto a waiting user, the at least one processor will operate to cease theoutput of the general broadcast content from the particular display andto output the targeted marketing message. Once the targeted marketingmessage has been output, the at least one processor may operate inaccordance with its programming to resume the output of the generalinterest material. As previously discussed the continuation of thegeneral interest material can be done in various embodiments from thepoint of interruption or at a point which corresponds to the output ofgeneral interest content through other displays that are located in thevicinity of the ATM.

Further in some exemplary embodiments the area in the vicinity of theATM may be arranged such that users are encouraged to be positionedadjacent to one or more displays before operating the ATM. For exampleusers may be guided by marked aisles and dividers to stand adjacent to awall including a series of external displays or other external displaydevices. Reading devices associated with each of the displays may thenread the data corresponding to each user adjacent to a display. The atleast one processor may then operate to provide through a respectivedisplay at least one targeted marketing message for the user that issensed as waiting adjacent thereto. Further as the user moves from aposition adjacent to one display to another position adjacent anotherdisplay, sequential messages included in an advertising sequence may beoutput. Of course these approaches are exemplary and in otherembodiments other approaches may be used.

In still other embodiments users waiting to use an ATM may receivetargeted messages responsive to operation of the at least one processor,through a medium other than the external displays. For example the atleast one processor may have in operative connection therewithcommunication devices 334 that enable communication with portableelectronic devices carried by users. These may be, for example, personaldigital assistants or cell phones. The ATM may include a wirelesscommunication device such as a radio frequency (RF) device that iscapable of communicating with such portable wireless devices. This mayinclude a cell phone communicator or other device that can deliver atleast one external message which results in a message being communicatedto a particular user. These messages may include for example textmessages output on a display of a personal digital assistant (PDA) orcell phone. Alternatively the ATM can include operating in the at leastone processor, software that provides an audible output that can bereceived audibly through a cell phone. Such software may include, forexample, text to speech software or other software that is operative toselectively produce at least one external signal that causes an audibleoutput through the portable device to the user.

In such exemplary embodiments reading devices of the type previouslydiscussed or other suitable types, may be used to read data thatidentifies a particular user waiting to use the ATM. The at least oneprocessor operates to communicate data corresponding to the read useridentifying data to one or more remote servers. The one or more remoteservers that operate in accordance with their programming to provide aresponse message to the ATM which includes data that identifies theparticular marketing message to provide to the identifying user. Inaddition in situations where the user is to receive the marketingmessage through a portable electronic device, the at least one remoteserver may include with its responsive message, address data whichindicates to the at least one processor how to address the marketingmessage to the particular user. This address data may include, forexample, a phone number of a users cell phone to which the message maybe directed. Alternatively or in addition, the message from the remoteserver may include address data such as an e-mail or other address thatcorresponds to address data such as an address to which text messages tothe user may be sent. Of course these approaches are exemplary and inother embodiments other approaches may be used.

The at least one processor operates responsive to the informationreceived from the at least one remote server to present the at least onemarketing message that corresponds to the data included in the messageor messages received from the remote server and to operate the at leastone communication device in the ATM to send the message to a user. Themessage which comprises at least one external message output from theATM, may be received by a user on their cell phone, personal digitalassistant or other device while they are waiting to use the ATM. Thismessage may include marketing messages of the type previously discussedwhich are targeted to the particular user. In addition or in thealternative, the marketing messages may be part of a sequence ofmessages that are presented to users. In addition in some embodimentsthe messages from the sequence that are transmitted to the user mayinclude messages to which a user is expected to respond. Such messagesmay be sent because the presentation of the information to the userthrough a cell phone or a PDA enables a user to provide responsiveinputs which enables the making of selections or enables the user toindicate whether they accept or decline a particular marketing offer.

In still other embodiments the at least one processor of the ATM mayoperate to provide targeted marketing messages to users throughinstalled external displays as well as through external messages thatare transmitted to portable electronic devices. This enables marketingpresentations where a user is enabled to view selections, promotions,items, merchandise, or other things through displays and at the sametime respond through inputs to a portable device, such as a cell phoneor personal digital assistant. Thus for example a user waiting to usethe ATM may be presented with graphics corresponding to products orservices through an adjacent external display, while at the same timereceive explanations related to the products or services such as pricinginformation or other pertinent data through their cell phone or textmessaging device. This may facilitate a users ability to make productselections and to indicate their desire to acquire the displayed goodsor services through their cell phone or personal digital assistant. Theat least one processor of the ATM may operate itself or in conjunctionwith other connected computers, to correlate and act in response to theexternal display outputs and the user's concurrent device inputs. Thisenables determining the user's desired transactions.

In addition or in the alternative, in some embodiments the at least oneprocessor may operate to receive the inputs from the user waiting to usethe machine which indicate that the user has elected to make a purchaseof the displayed goods or services. The at least one processor may thenoperate to communicate with the transaction host or other remote serversto authorize the transaction or otherwise take the necessary steps totransfer the funds associated with a customer's desired transaction.When the customer reaches the ATM the ATM may then operate responsive tothe operation of the at least one processor to identify the user as onethat has indicated that they wish to carry out the particular previouslyrequested transaction. This may be done through the reading of theuser's card and the card data thereon through a card reader of the ATM,or through operation of another reading device as discussed. The ATM maythen operate in accordance with its programming to ask the user toprovide inputs which are consistent with the transaction that they haveelected to do. This may include for example providing an output throughthe ATM display asking the user to provide an input to confirm thetransaction. Alternatively or in addition, customized outputs may beprovided to the user in response to which the user has to provide inputsas appropriate for the particular transaction which they have previouslyselected. As can be appreciated, the fact that the user has receivedmarketing presentations, provided inputs and performed other transactionsteps before reaching the ATM, may operate to enable the ATM to speedfinancial aspects of the selected transactions once the user has reachedthe ATM. Of course it should be understood that these approaches areexemplary and in other embodiments other approaches may be used.

Thus, the new transaction systems and methods of the exemplaryembodiments achieve one or more of the above stated objectives,eliminate difficulties encountered in the use of prior devices andsystems, solve problems, and attain the desirable results describedherein. In the foregoing description, certain terms have been used forbrevity, clarity and understanding, however no unnecessary limitationsare to be implied therefrom because such terms are used for descriptivepurposes and are intended to be broadly construed. Moreover, thedescriptions and illustrations herein are by way of examples and theinvention is not limited to the exact details shown or described.

Described above are example embodiments. It is, of course, not possibleto describe every conceivable combination of components ormethodologies, but one of ordinary skill in the art will recognize thatmany further combinations and permutations of the example embodimentsare possible. Accordingly, this application is intended to embrace allsuch alterations, modifications and variations that fall within thespirit and scope of the appended claims interpreted in accordance withthe breadth to which they are fairly, legally and equitably entitled.

The invention claimed is:
 1. An apparatus, comprising: a controllercommunicatively coupling a customer service station operable to performa financial transaction, a local service provider station, and a remoteservice provider station; wherein the controller selectively controlsaudio visual communication between the customer service station thelocal service provider station, and the remote service provider station;wherein the controller selectively enables audio visual communicationsbetween the customer service station and the local provider stationresponsive to an input received from the customer service station;wherein the controller selectively enables audio visual communicationwith the between the customer service station and the remote serviceprovider station responsive to an input received from one of the groupconsisting of the customer service station and the local serviceprovider station; and wherein the controller selectively enables one ofthe group consisting of the local service provider and the remoteservice provider to complete at least a portion of a financialtransaction at the customer service station.
 2. The apparatus of claim1, wherein the customer service station is an automated teller machine.3. The apparatus of claim 2, wherein the automated teller machinefurther comprises a cash dispenser; and wherein the controller enablesthe local service provider station to control the automated tellermachine to provide cash via the cash dispenser.
 4. The apparatus ofclaim 2, wherein the automated teller machine further comprises a cashdispenser; and wherein the controller enables the remote serviceprovider station to control the automated teller machine to provide cashvia the cash dispenser.
 5. The apparatus of claim 2, wherein thecontroller communicatively couples a plurality of automated tellermachines to the local service provider station and the remote serviceprovider station; and wherein the controller enables audio visualcommunications between a first automated teller machine selected formthe plurality of automated teller machines and the local serviceprovider station while enabling audio visual communications between asecond automated teller machine selected from the plurality of automatedteller machines and the remote service provider station.
 6. Theapparatus of claim 2, wherein the automated teller machine comprises acard reader.
 7. The apparatus of claim 6, wherein the automated tellermachine comprises a cash dispenser.
 8. The apparatus of claim 7, whereinthe automated teller machine further comprises a display; wherein thedisplay is operable to display data representative of a financialtransaction and a visual portion of an audio visual signal received fromthe local service provider station the remote service provider station,or both of the local service provider station and the remote serviceprovider station.
 9. A tangible non-transitory computer readable mediumwith computer readable instructions encoded thereon for execution by aprocessor, and when executed by the processor operable to:communicatively couple a customer service station operable to perform afinancial transaction, a local service provider station, and a remoteservice provider station; control audio visual communication between thecustomer service station the local service provider station, and theremote service provider station; selectively enable audio visualcommunications between the customer service station and the localprovider station responsive to an input received from the customerservice station; selectively enable audio visual communication with thebetween the customer service station and the remote service providerstation responsive to an input received from one of the group consistingof the customer service station and the local service provider station;and selectively enable one of the group consisting of the local serviceprovider and the remote service provider to complete at least a portionof a financial transaction at the customer service station.
 10. Thecomputer readable medium of claim 9, wherein the customer servicestation is an automated teller machine.
 11. The computer readable mediumof claim 10, wherein the automated teller machine further comprises acash dispenser; and wherein the computer readable instructions arefurther operable to enable the local service provider station to controlthe automated teller machine to provide cash via the cash dispenser. 12.The computer readable medium of claim 10, wherein the automated tellermachine further comprises a cash dispenser; and wherein the computerreadable instructions are further operable to enable the remote serviceprovider station to control the automated teller machine to provide cashvia the cash dispenser.
 13. The computer readable medium of claim 10,wherein the computer readable instructions are operable tocommunicatively couples a plurality of automated teller machines to thelocal service provider station and the remote service provider station;and wherein the computer readable instructions are operable to enableaudio visual communications between a first automated teller machineselected form the plurality of automated teller machines and the localservice provider station while enabling audio visual communicationsbetween a second automated teller machine selected from the plurality ofautomated teller machines and the remote service provider station.
 14. Acomputer implemented method, comprising: selectively enabling audiovisual communications between a customer service station and a localprovider station responsive to an input received from the customerservice station; selectively enabling audio visual communication withthe between the customer service station and a remote service providerstation responsive to an input received from one of a group consistingof the customer service station and the local service provider station;and selectively enabling one of the group consisting of the localservice provider and the remote service provider to complete at least aportion of a financial transaction at the customer service station. 15.The computer implemented method of claim 14, wherein the customerservice station is an automated teller machine.
 16. The computerimplemented method of claim 15, wherein the automated teller machinefurther comprises a cash dispenser; and the financial transactioncomprise the providing cash via the cash dispenser; and the methodfurther comprises selectively enabling the local service providerstation to control the automated teller machine to provide cash via thecash dispenser.
 17. The computer implemented method of claim 15, whereinthe automated teller machine further comprises a cash dispenser; and thefinancial transaction comprise the providing cash via the cashdispenser; and the method further comprises selectively enabling theremote service provider station to control the automated teller machineto provide cash via the cash dispenser.
 18. The computer implementedmethod of claim 14, wherein a plurality of automated teller machines arecoupled with the local service provider station and the remote serviceprovider station; and wherein the computer readable instructions enableaudio visual communications between a first automated teller machineselected form the plurality of automated teller machines and the localservice provider station while enabling audio visual communicationsbetween a second automated teller machine selected from the plurality ofautomated teller machines and the remote service provider station. 19.An apparatus, comprising: an automated teller machine operable toperform a financial transaction, the automated teller machine comprisesan input device, a cash dispenser, and an audio visual output device,wherein the audio visual output device comprises a display; wherein theautomated teller machine is operable to selectively employ audio visualcommunication with one of a group consisting of a local serviceprovider, a remote service provider, and both the local service providerand the remote service provider responsive to an input received by theinput device; and wherein the display is operable to display the datarepresentative of financial transaction and the audio visualcommunication.
 20. The automated teller machine of claim 19, wherein theallows at least a portion of the financial transaction performed at theautomated teller machine to be completed by one of a group consisting ofthe local service provider station, the remote service provider station,and both the local service provider station and the remote serviceprovider station.